IP Library › Granted Patent US 11,438,282
Granted Patent B2
US 11,438,282 · App. 17/092,167 · Granted Sep 6, 2022

Synchronicity of electronic messages via a transferred secure messaging channel among a system of various networked computing devices

Inventors: Adam Cotner (Austin, TX); Justin Fellers (Austin, TX)
Assignee: Khoros, LLC
H04L51/02H04L63/04
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Quick Facts
Patent No.
US 11,438,282
App. No.
17/092,167
Filed
Nov 6, 2020
Granted
Sep 6, 2022
Kind
B2
Art Unit
2454
USPC
709/206
Abstract

Various embodiments relate generally to data science and data analysis, computer software and systems, and control systems to provide a platform to facilitate implementation of an interface, among other things, and, more specifically, to a computing and data platform that implements logic to facilitate transfer of an exchange of electronic messages to a secure messaging channel having configurable states of synchronicity based on one or more message-related attributes. In some examples, a method may include detecting an electronic message via a first data channel, transmitting an invitation message to transfer an exchange of electronic messages to a secure data channel, establishing a secure data channel, identifying an attribute to initiate routing of an electronic message to generate an automatic response or data representing an agent-assisted response, or both, transmitting an electronic response message as a function of availability of a first data channel, and the like.

Claims (60)

1. A method comprising:

detecting an electronic message including data originating via a first data channel of a plurality of data channels;

determining a first security state associated with the first data channel;

transmitting data representing an invitation message to transfer an exchange of electronic messages based on the electronic message to a secure data channel as one or more secure electronic messages;

establishing the secure data channel through which the electronic message is received into an electronic message response platform including one or more processors;

analyzing content of the electronic message to identify an attribute to initiate routing of the electronic message to a processor to either generate data representing an automatic response or data representing an agent-assisted response, or both; and

transmitting data representing an electronic response message via the secure data channel based on the data representing the automatic response or then agent-assisted response,

wherein transmitting the data representing the electronic response message is a function of availability of the first data channel.

2. The method of claim 1 wherein transmitting the data representing the electronic response message comprises:

determining a state of synchronicity with which to transmit the electronic response message.

3. The method of claim 2 further comprising:

transmitting the data representing the electronic response message asynchronously based on the state of synchronicity.

4. The method of claim 3 further comprising:

storing the electronic response message;

detecting availability of the first data channel; and

transmitting the electronic response message.

5. The method of claim 2 further comprising:

detecting presence of the first data channel;

transmitting a notification message via the first data channel that the electronic response is available via the secure channel; and

detecting a notification response message via the secure channel to receive another electronic message of the exchange of electronic messages.

6. The method of claim 2 wherein transmitting the data representing the electronic response message as constituent of the exchange of electronic messages comprises:

transmitting a first subset of electronic messages of the exchange of electronic messages synchronously; and

transmitting a second subset of electronic messages of the exchange of electronic messages asynchronously.

7. The method of claim 1 wherein analyzing the content of the electronic message to identify the attribute comprises:

determining the attribute to form a determined attribute;

characterizing the exchange of messages based on the determined attribute to form a characterized exchange of messages; and

routing of the characterized exchange of messages including the electronic message based on a value indicative of a characteristic.

8. The method of claim 7 wherein the characteristic is indicative of a priority value.

9. The method of claim 7 wherein the characteristic is indicative of one or more values associated with one or more portions of the content of electronic message.

10. The method of claim 9 wherein the characteristic is indicative of one or more or more tags associated with the one or more values.

11. The method of claim 7 wherein the characteristic is indicative of availability of the agent-assisted response.

12. The method of claim 1 wherein establishing the secure data channel comprises:

generating data representing a token to facilitate an asynchronous exchange of electronic messages.

13. The method of claim 12 wherein generating the data representing the token comprises:

embedding archival data including a subset of data from the exchange of electronic messages.

14. The method of claim 12 wherein generating the data representing the token comprises:

generating the token as a JSON Web Token (“JWT”).

15. The method of claim 1 wherein establishing the secure data channel comprises:

detecting a second data channel associated with the exchange of electronic messages; and

implementing the token to facilitate an asynchronous exchange of electronic messages.

16. A system comprising:

a memory including executable instructions; and

a processor, responsive to executing the instructions, is configured to:

detect an electronic message including data originating via a first data channel of a plurality of data channels each associated with a social network computing system;

determine a first security state associated with the first data channel;

transmit data representing an invitation message to transfer an exchange of electronic messages based on the electronic message to a secure data channel as one or more secure electronic messages;

establish the secure data channel through which the electronic message is received into an electronic message response platform including one or more processors;

analyze content of the electronic message to identify an attribute to initiate routing of the electronic message to a processor to either generate data representing an automatic response or data representing an agent-assisted response, or both; and

transmit data representing an electronic response message via the secure data channel based on the data representing the automatic response or then agent-assisted response,

wherein the data representing the electronic response message is transmitted as a function of availability of the first data channel.

17. The system of claim 16 wherein a subset of the instructions further causes the processor to:

determine a state of synchronicity with which to transmit the electronic response message.

18. The system of claim 17 wherein a subset of the instructions further causes the processor to:

transmit the data representing the electronic response message asynchronously based on the state of synchronicity.

19. The system of claim 18 wherein a subset of the instructions further causes the processor to:

store the electronic response message;

detect availability of the first data channel; and

transmit the electronic response message.

20. The system of claim 17 wherein a subset of the instructions configured to establish the secure data channel is further configured to cause the processor to:

generate data representing a token to facilitate an asynchronous exchange of electronic messages.

Assignments (1)
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Jan 31, 2021
From: COTNER, ADAM BRIAN; FELLERS, JUSTIN AUGUST
To: KHOROS, LLC
Reel/Frame 055089/0336 →
Continuity (1)
Related Publication 20220150188A1 · May 12, 2022
Cited By (2)
US 12,197,356 US 12,719,821